Law student complaints: Open University
Universities were asked to provide the following information:
1. For each of the years, 2005, 2006, 2007, 2008 and 2009 (to date of this request):
(a) The number of students at the university on (i) LLB / BA Law and (ii) (if offered) GDL/CPE programmes who, to the knowledge of the university, complained to the Office of the Independent Adjudicator for Higher Education (OIA).
(b) The number of students on (i) LLB / BA Law and (ii) (if offered) GDL/CPE programmes whose complaints were regarded by the OIA as wholly or partly justified.
(c ) In the case of those complaints which were regarded by the OIA as wholly or partly justified please provide copies of the formal decision and recommendation(s) of the OIA.
The information provided is set out in the table below
Law student complaints - Open University
| Complaints to OIA | Complaints regarded by OIA as wholly/partly justified | Comments | ||||
|---|---|---|---|---|---|---|
| 2005 | 0 | 0 | ||||
| 2006 | 4 | 2 | 1. Deferral asked for on grounds of special needs. Not given – OIA found OU should have given it. Recommended pay student £150 and give money back for course or allow to sit again. 2. OIA found that C&A procedure had not been followed. They conceded that this had been done in an attempt to help student, but found that in fact it had been unhelpful, as it was confusing. Recommended OU review Complaints & Appeals procedure and report back to OIA and pay student £250. | |||
| 2007 | 3 | 1 | OIA found that OU should have been clearer about the how stages of the Complaints & Appeals procedure followed each other. Recommended the OU considered changing Complaints & Appeals procedure and offer student £100 compensation. | |||
| 2008 | 8 | 2 | 1. OIA found that the complaint had been handled in such a way that student’s expectations were not well managed. OIA recommended that the OU apologise for delays and for failing to manage the student’s expectations well. 2. Student complained that exceptional examination arrangements were not in place. OIA recommended a payment of £500 by way of compensation. | |||
| 2009 | 1 | 0 | ||||
2. The number of students on (i) LLB / BA Law and (ii) (if offered) GDL/CPE programmes between September 2004 and the date of this request who, having made a complaint to the university, (whether or not to the OIA), were awarded compensation by the university in respect of the complaint. And, in each case, the nature of the complaint and the amount of compensation awarded.
The Open University responded by pointing out that it has a very large student population and receives a large number of complaints every year and that therefore it would not be able to comply with the request fully within the cost limits provided for in the Act. In the light of this it was agreed to limit question 2 to the years 2008 and 2009.
Student compensation payments
| Year | Nature of Complaint | Comments | Compensation | |||
|---|---|---|---|---|---|---|
| 2006 | See above | OIA recommendations (see above) | Total £400 paid to 2 students (see above) | |||
| 2008 | One complaint concernin pre-course advice rather than course content or other course issue. | Non - OIA | Full fee waiver as a gesture of goodwill. | |||
| 2008 | See above | OIA recommendation (see above) | £500 |
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